Customer Care Team Lead — Elevate Experience & Performance

Famous Footwear; Clayton (MO); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

30% Associate Discount across Caleres

Access to earned wages before payday

Learning & development resources

Benefits starting day one

Mental wellness support

Relaxed dress code

Extensive job training

Recognition programs

Site amenities

Job summary

Caleres is seeking a strategic leader to oversee the Consumer Care team in Clayton, MO, driving customer experience excellence, coaching a team of service professionals, and partnering with operations to raise performance and efficiency. You will coach, develop talent, monitor KPIs, and implement process improvements to deliver consistent, high‑impact service that strengthens our brands and loyalty.

This role requires a hands‑on leader who thrives in a fast‑paced environment, champions

Qualifications

• Experience leading a team in a call center or customer service environment.
• Proven ability to coach and develop staff to meet performance goals.
• Strong communication, de-escalation, and problem-solving skills.
• Ability to analyze service metrics and drive data-informed improvements.
• Credit and criminal background check required.

Responsibilities

• Lead a team of Consumer Care Associates to deliver exceptional service and exceed performance goals.
• Elevate the customer experience by ensuring friendly, efficient, and personalized interactions.
• Develop talent through coaching, feedback, and growth opportunities.
• Drive KPI performance, quality, productivity, and customer satisfaction.
• Own results by monitoring service levels and performance trends.

Skills

Leadership

Coaching & development

Customer service

Communication

De-escalation

Data-driven

Education

High School diploma with some college

Tools

Microsoft Office Suite

Job description

Caleres is seeking a strategic leader to oversee the Consumer Care team in Clayton, MO, driving customer experience excellence, coaching a team of service professionals, and partnering with operations to raise performance and efficiency. You will coach, develop talent, monitor KPIs, and implement process improvements to deliver consistent, high‑impact service that strengthens our brands and loyalty.

This role requires a hands‑on leader who thrives in a fast‑paced environment, champions